Team Leader Operations
Job Description
Team Leader, Operations is responsible for the day-to-day supervision of a group of call center associates. This position ensures performance metrics are achieved by providing adequate coaching, motivation and accountability.
Essential Functions/Core Responsibilities
- Responsible for the day-to-day supervision of a group of call center associates including work and attendance monitoring in accordance with organization policy and applicable legal requirements.
- Effectively coach direct reports on their performance on a regular basis to ensure performance metrics are achieved at a minimum weekly.
- Identify performance related issues, develop an action plan for improvement, implement corrective action, up to and including termination of employment.
- Ensure service delivered to our customers meets contractual Key Performance Indicator ('KPIs') and financial expectations.
- Communicate expectations to employees and provide timely updates.
- Provide subject matter expertise in handling escalated customer calls as needed.




- Conduct Team Meetings to ensure expedient communication of relevant information and as an open forum for input. Schedule and organize team activities.
- Stay current on internal work processes, policies and procedures. Attend required manager development training.
- Promote the Concentrix values through both behavior and attitude, including being an advocate for team members.
- Manage the employment status of call center associates and participate in the transfer, promotions or regularization of call center associates, which is necessary before any such employee-movement is made.
- Exercises independent judgment and discretion in the performance of the said main function as a means to implement management policies.
- Exercises authority to manage the employment status of a group of employees (firing, promotion, regularization, etc.) including identifying and addressing misconduct, policy and process violations

📌 Team Leader Operations (Medellín)
🏢 CNX
📍 Medellín